Senior Customer Success Manager – Enterprise & Commercial Accounts

Location: Remote
Team: Customer Success
Type: Full-Time

About Happy Returns, a UPS Company

Happy Returns is transforming the e-commerce returns experience by combining software, logistics intelligence, and our national network of Return Bars®. As part of UPS, we empower retailers and shoppers with fast, frictionless, and sustainable returns at scale.
 As a Senior Customer Success Manager, you’ll support our largest enterprise and commercial retail partners—guiding strategy, optimizing performance, and collaborating closely with UPS teams to deliver an exceptional post-purchase experience.

Position Summary

The Senior Customer Success Manager (Sr. CSM) is a strategic, relationship-centered leader responsible for the success, retention, and growth of Happy Returns’ Enterprise merchants. You will:

• Serve as the primary strategic advisor and main point of contact for enterprise and commercial accounts.
• Drive adoption, operational excellence, and measurable value for your merchants.
• Collaborate cross-functionally with UPS, Sales, Product, Engineering, Operations, and Support.
• Advocate for merchant needs and ensure alignment across logistics, product workflows, and customer experience.

This is a high-impact role ideal for someone experienced in managing complex accounts and driving outcomes across technical and operational environments.

Key Responsibilities

Enterprise Account Management & Strategic Partnership

• Own a portfolio of enterprise and commercial merchants across multiple retail categories.
• Develop and maintain executive-level relationships to drive strategic alignment and long-term value.
• Lead QBRs, performance reviews, and strategic planning sessions.

Merchant Growth, Retention & Business Outcomes

• Optimize merchant performance through data-driven insights into return behavior, operational efficiency, and shopper experience.
• Identify expansion opportunities (e.g., Return Bars®, policy optimization, operational enhancements) and collaborate with Sales to drive growth.
• Monitor account health and proactively address risks to ensure strong renewal outcomes.

Operational Excellence & Issue Resolution

• Own complex merchant escalations related to:
  • Warehouse and operational workflows
  • Technical configurations
  • Transport and logistics handoffs
  • Return Bar performance
• Diagnose operational challenges and coordinate solutions with Product, Engineering, Operations, and Support teams.
• Ensure merchants achieve seamless, efficient, end-to-end return flows.

UPS Partnership & Cross-Functional Collaboration

• Work closely with UPS Account Executives and Operations to deliver unified merchant strategies.
• Align on transportation, logistics optimization, and merchant-specific initiatives across UPS and Happy Returns.
• Surface merchant needs to Product and Leadership, influencing roadmap and operational planning.

Merchant Enablement

• Guide merchants through best practices for return policy setup, system configuration, and logistics planning.
• Help translate operational processes and product functionality into clear merchant guidance.
• Partner with onboarding teams to ensure clean handoffs and strong early-stage adoption.

Requirements

Experience & Skills

• 5–7+ years in Customer Success, Enterprise Account Management, or Client Services—preferably in e-commerce, logistics, transportation, or SaaS.
• Demonstrated success managing large enterprise portfolios with several stakeholders and complex operational requirements.
• Strong analytical skills and ability to present insights to senior merchant leaders.
• Skilled in navigating dynamic environments, influencing cross-functional teams, and driving measurable outcomes.
• Excellent written and verbal communication skills, with comfort presenting to executive audiences.
• Experience working with CRM tools (e.g., Salesforce), analytics dashboards, and technical documentation.

Preferred Experience

• Experience with UPS, carrier logistics, 3PL operations, warehouse systems (WMS), retail operations, or similar environments.
• Familiarity with process optimization and driving performance improvement in operational ecosystems.

Education

• Bachelor’s degree or equivalent experience.